Lana Oconnell
Students can contact a variety of people and organisations about their conditions at university, depending on the nature of their query or concern. For personal issues, such as mental health, finances, or accommodation, students can contact their university's student support services, student advice services, or student union. For academic issues, students can contact their course tutor or a student services advisor. If a student wishes to file a complaint about their university, they can do so through the Higher Learning Commission or the Office for Students in the UK.
| Characteristics | Values |
|---|---|
| For complaints about a university or college | Office for Students (OfS), Office of the Independent Adjudicator for Higher Education (OIA), The Higher Learning Commission (HLC), The Federal Student Aid Office of Enforcement, The Consumer Financial Protection Bureau (CFPB) |
| For financial advice | Student support team at your university or college, students’ union |
| For support with mental health and wellbeing | Buttle UK |
| For support with estrangement from parents or carers | Student support team at your university or college, UCAS |
| For enquiries | The Student Centre at your university |
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What You'll Learn
Student support services
Typically, student support services are easily accessible, and students can contact them directly with any questions or concerns. They are well-equipped to assist with a range of issues, providing tailored support to meet individual needs. For instance, students facing financial challenges can seek advice on managing their finances, including information on bursaries, scholarships, and emergency funds. Similarly, students with disabilities, learning differences, mental health conditions, or long-term health issues can reach out to discuss their specific needs and explore the support options available to them.
At times, students may encounter difficulties in their personal lives, such as estrangement from their families. Student support services can provide crucial assistance in these situations, offering help with accommodation and financial support, including grants and bursaries. They ensure confidentiality and allow students to share only what they are comfortable with. Additionally, students can seek support in managing their academic workload and understanding the rules regarding extenuating circumstances for assignments.
In cases of disputes or complaints, student support services may guide students on the appropriate pathways to follow. While they may not directly intervene in individual disputes, they can provide information on the university's or college's complaints procedure, which is usually outlined on their website. Students can then follow the outlined steps to raise their concerns effectively.
Overall, student support services act as a safety net, ensuring that students can access the help they need to navigate their academic and personal challenges and ultimately succeed in their educational pursuits.
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Student finances
Student Loans and Finance Bodies:
- The Student Loans Company (SLC) is the primary organisation responsible for student loans and finances in England, Wales, and Northern Ireland, and is a delivery partner in Scotland.
- Students can apply for loans to cover tuition fees and maintenance costs. Tuition fee loans are paid directly to the university, while maintenance loans assist with living expenses and are typically paid in instalments.
- The repayment of these loans usually commences once the student earns above a certain income threshold, and the amount repaid is determined by earnings, not the total loan value.
- Students can apply for additional financial support, such as grants, scholarships, or bursaries, which may be available from their university or the government.
- Students can contact the SLC for support with loan repayment queries. Additionally, the SLC website provides comprehensive information on the application process, eligibility criteria, and repayment plans.
Student Finance England:
- Student Finance England, overseen by the SLC, provides financial support specifically for students in England.
- Students can apply for Tuition Fee Loans and Maintenance Loans through Student Finance England. The application process involves creating an online account and providing relevant financial details.
- Students from lower-income households, those with disabilities, or those with children may be eligible for additional financial support.
- Students can contact Student Finance England via phone or online for assistance with applications, queries about eligibility, or for guidance on updating personal details.
University-Specific Support:
- Universities often offer financial support and advice tailored to their students. For instance, the University of Bristol provides guidance on fees, funding, student loans, grants, scholarships, and hardship funds.
- Students experiencing financial difficulties can seek advice from their university's student support services, who can provide information on available funding options, scholarships, and bursaries.
Other Sources of Support:
- GOV.UK provides a comprehensive guide to student finance, including information on funding for undergraduate and postgraduate studies, the Disabled Students' Allowance (DSA), and the upcoming Lifelong Learning Entitlement (LLE) for courses starting from January 2027.
- Students repeating a year or returning to university can also find guidance on how their previous study impacts their student finance and eligibility for additional funding.
- The London Chamber of Education offers further information on funding degrees in the UK, including details on tuition fee loans, maintenance loans, and the EU Settlement Scheme.
In summary, while student loans are a common source of financial support, students can also explore additional funding options, grants, scholarships, and university-specific support. It is essential to stay informed about eligibility criteria and application processes to ensure access to the necessary financial assistance throughout your university journey.
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Academic issues
If you are facing academic issues at university, there are several options for support. Firstly, you can contact your course tutor, especially if you feel your personal circumstances might be affecting your academic achievement. Your university's student support team can also offer guidance and advice on a range of topics, including finances, accommodation, and other relevant services. Additionally, the students' union or other student bodies on your campus may be able to provide information and support.
If your academic issues are related to your relationship with a teacher or research supervisor, or if you feel your university is not providing adequate support, you may consider filing a complaint. The process for this varies depending on your university and country. In the UK, you should start by raising your complaint with the university, following their complaints procedure, which should be available on their website or upon request. If this does not lead to a resolution, you can escalate the issue to the Office of the Independent Adjudicator for Higher Education (OIA), an independent organisation that considers student complaints.
In New Zealand, Universities New Zealand (UNZ) investigates complaints related to the quality and integrity of qualifications. They have the authority to remove qualifications from the New Zealand Qualifications Framework and to place conditions on a university's ability to offer a qualification and enrol students within it. However, they typically do not investigate complaints about individual relationships with teachers or supervisors, course failures, or issues with maximum time allowances, unless they indicate a broader weakness in the qualification or programme.
In the US, the Higher Learning Commission (HLC) accepts complaints about colleges and universities that it accredits. Their process is designed to review matters pertaining to the institution as a whole, rather than individual disputes. They can intervene in disputes over academic progress, grades, and other matters, but they cannot provide legal advice or guidance. For criminal matters, complainants should contact the appropriate law enforcement agency.
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Student complaints
If you have a complaint about your university or college, there are several options for who to contact. Firstly, universities and colleges usually have a team that provides advice and support to students, often called ''student support services''. These teams can offer help with a range of issues, and students can contact them directly or find their contact details on the university or college website.
Additionally, if you have a complaint or concern about your university's compliance with specific requirements or regulations, you can contact an external body such as the Higher Learning Commission (HLC) or the Office for Students (OfS). The HLC accepts complaints from students, staff, and other stakeholders to identify issues related to their requirements. However, they cannot resolve individual disputes or provide legal advice. On the other hand, the OfS can investigate and intervene in specific disputes between students and their universities, although they do not have the power to advise.
If your complaint is related to financial aid or student loans, you can file a complaint with a government agency, such as the Consumer Financial Protection Bureau (CFPB) in the United States, or the Federal Student Aid Office of Enforcement. These agencies ensure that financial institutions treat students fairly and work to get resolutions for individual complaints.
It is important to follow the appropriate pathways for student complaints, starting with the university's internal procedures and, if necessary, escalating to external bodies or independent adjudicators.
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Student health and wellbeing
If you are experiencing mental health issues, you can disclose this on your UCAS application, and the university may then be in touch to let you know about the support they can offer. This could include financial support, such as bursaries, or help with accommodation. Buttle UK also provides grants for estranged students who need financial help to access emotional, physical, or mental health care.
If you are having issues with your student finance, you can contact the student support team at your university or college, who can provide impartial advice and guidance on issues such as bursaries, scholarships, and emergency funds. You can also apply for student finance as an independent student if you are not supported by your parents.
The Office for Students (OfS) can also help if you believe that a higher education provider has failed to meet their conditions of registration. They can investigate and take action to ensure the provider meets the conditions in the future. However, they do not have the power to intervene or advise in a dispute between a student and their university. If you wish to make a complaint, you should first raise it with the university or college, and if necessary, escalate it to the Office of the Independent Adjudicator for Higher Education (OIA).
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Frequently asked questions
If you have a complaint about your university, you can contact the Higher Learning Commission (HLC). They accept complaints from students, faculty, staff, and the general public. However, they do not accept anonymous complaints. The HLC's complaint process is intended to review matters that pertain to the institution as a whole, rather than specific disputes between individuals or between an individual and a college or university. If your complaint is about a specific dispute, you may need to follow your university's student complaints procedure.
If you need help with your finances, you can contact the student support team at your university or college. They can provide impartial advice and guidance about bursaries, scholarships, and emergency funds. You can also apply for student finance, such as loans to cover tuition fees and maintenance costs. If you are not supported by your parents, you can apply as an independent student, which will give you access to maximum funding.
Many universities employ a Mental Health Adviser to provide support to students with mental health problems. You can also contact your university's counselling service or advice services, which are usually free and confidential. If you prefer, you can also visit your GP to discuss medication options and other treatment options.
If you are estranged from your family, you can tick the relevant box on your UCAS application. The university or college may then get in touch with you to let you know about the support they can offer, which may include finance, help with accommodation, and other relevant services. You can also find the contact details for estranged student services on the EaCES website.
